Principal Service Designer

Humana

Principal Service Designer at Humana driving service design strategy and cross-functional initiatives. Shaping healthcare experiences through strategic design and systems thinking.

Posted 5/7/2026full-timeRemote • Illinois, Montana, New York, South Dakota, Washington • 🇺🇸 United StatesLead💰 $165,000 - $226,900 per yearWebsite

About the role

Key responsibilities & impact

Define and lead service design strategy across enterprise initiatives, connecting member needs to operational capabilities.
Create service blueprints, journey maps, and ecosystem models that bridge frontstage and backstage experiences, end-to-end.
Facilitate alignment across teams and business partners to deliver coherent, multi-touchpoint services.
Mentor designers, evolve service design methods, and contribute to the growth of Humana's design culture.
Define success metrics and lead post-launch evaluations to ensure services deliver measurable value.
Collaborate with process and operational teams to ensure services are deliverable, scalable, and grounded in real-world constraints.
Use compelling narratives and visual frameworks to build empathy, drive decisions, and influence senior stakeholders.

Requirements

What you’ll need

10+ years of experience in service design or systems-oriented experience design
Deep fluency in service design methods: blueprinting, journey mapping, prototyping, facilitation, and storytelling
Experience designing services that span digital tools and offline delivery (e.g., human interactions, physical spaces)
Proven ability to lead through ambiguity and drive clarity in complex systems
Strong collaboration and stakeholder engagement skills across business functions
Experience with Agile product teams and cross-functional delivery
Bachelor’s or advanced degree in Design, HCD, or a related field
Portfolio demonstrating strategic service design leadership and measurable impact.

Benefits

Comp & perks

medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
short-term and long-term disability
life insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service designblueprintingjourney mappingprototypingfacilitationstorytellingdesigning servicesAgilestrategic service designmeasurable impact

Soft Skills

leadershipcollaborationstakeholder engagementmentoringalignment facilitationdriving claritybuilding empathyinfluencing decisionsevolving design methodsdelivering coherent services

Certifications

Bachelor’s degree in DesignBachelor’s degree in HCDadvanced degree in Designadvanced degree in HCD